This topic

Missdirection? Over calling a package Fibre to non technical customers

olditsecguy — Tue, 28 Dec 2021 00:37:27 GMT

When you tell a non-technical customers that they are going to upgrade to Fibre, but you can do this through their existing copper cable ..... customer's are impressed.

Those in the industry know that really calling something Fibre and then providing the last length over copper is really misleading to the non-technical customers.

If you then go to register my interest in full fibre optic to be told great news you can already get Fibre in your area is I feel a little dishonest.

I know their is fibre optic in the area as I had it and was tided into BT for over five years as they paid for the install on a new estate. But to now have moved closer to the exchange, with no way of telling when I can get true Fibre broadband I feel is dishonest, and I must again seek alternative providers.

All I ask is for two things.

1. Be honest when naming your packages for non technical customers.

2. Please allow your existing customers to at least have some idea when they can get access to actual Fibre Broadband.

Re: Missdirection? Over calling a package Fibre to non technical customers

Keith_Beddoe — Tue, 28 Dec 2021 06:38:45 GMT

@olditsecguy

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Re: Missdirection? Over calling a package Fibre to non technical customers

PaddyB — Tue, 28 Dec 2021 11:03:07 GMT

Hi @olditsecguy,

Thank you for posting.

If you take a look at the Broadband Availability Checker it will give you a full breakdown of what services are available to order at your address.

If you take a look at Openreach When and Where it will give you an indication of if your property is included in the current roll-out plans and when you might be able to get the service.

Thanks,

Paddy

Re: Missdirection? Over calling a package Fibre to non technical customers

licquorice — Tue, 28 Dec 2021 11:12:23 GMT

@olditsecguy wrote:

When you tell a non-technical customers that they are going to upgrade to Fibre, but you can do this through their existing copper cable ..... customer's are impressed.

Those in the industry know that really calling something Fibre and then providing the last length over copper is really misleading to the non-technical customers.

You're a bit late to the party, this has been the case with all suppliers for years. Blame Ofcom/Advertising Standards Agency who allowed it to happen.

If you then go to register my interest in full fibre optic to be told great news you can already get Fibre in your area is I feel a little dishonest.

As above

I know their is fibre optic in the area as I had it and was tided into BT for over five years as they paid for the install on a new estate. But to now have moved closer to the exchange, with no way of telling when I can get true Fibre broadband I feel is dishonest, and I must again seek alternative providers.

All I ask is for two things.

1. Be honest when naming your packages for non technical customers.

I assume you have posted this to every ISP as it is standard industry practice to cal FTTC fibre broadband.

2. Please allow your existing customers to at least have some idea when they can get access to actual Fibre Broadband.

That is nothing to do with BT, it is in the hands of Openreach.